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Andriy Artyukhov, Chairman of the Board of SK VUSO told in an interview with the publication ‘Business» how VUSO created an insurance Telegram bot, successfully sells electronic OCTPV policies and helps their buyers find an understanding with the police. Winning the Financial Oscar in the nomination «Insurer Online» confirms that VUSO is taking steps towards meeting customers in the digital age.
— Currently, not many types of insurance are sold online. The launch of sales of the electronic policy “Auto-Civil” was a landmark event. What were the results of the launch of this product at VUSO?
— Sales began on February 7. We had been waiting for this day for about three years. The process was quite long. In two months, VUSO has already sold 2.1 thousand electronic policies “Auto-Civil”. This is one of the best results on the market. I know that not all insurance companies have started selling electronic policies. Only 20 of them currently have the technical capabilities and desire to conduct this activity. We were preparing to launch this market segment in advance. In general, the technology was ready and tested.
— Have you started selling travel insurance policies online before?
— Yes. We have been selling travel insurance policies online for a year and a half. And we used this experience to establish the process of selling electronic “auto insurance” policies. I remember a year and a half ago, when I was already at the airport, I remembered that I had not issued a travel insurance policy, and immediately used the then new online insurance service.
— Is it difficult for companies to join the electronic insurance market?
— Insurers have two options: to independently develop an Internet platform and software blocks for interaction with the central databases of the MTIBU or to use existing technologies developed by outsourcing companies. We decided to work with a contractor who provides us with the development and support of electronic policy sales technology.
— When did the company decide to add a bot for selling electronic policies “autocivilka” to its services?
— This was an initiative of the team involved in the development and support of the company's website. About two months ago, they offered this service as one that could interest customers. And now we are already launching a chat bot in Telegram. We did not invent anything new, we simply used what is already used in the world in other markets. In addition, this bot not only allows you to calculate the cost of insurance and collects data for issuing a policy, but also displays the process on a link, after which everything is completed by clicking on the “Buy” button.
Now we need to clearly monitor which communication mechanisms are convenient for customers. New technologies allow us to establish such communications and, in addition, save customers time and reduce the number of necessary operations. Moreover, we have not bought train or plane tickets or concert tickets at box offices for a long time, all this happens online via a smartphone. And we can no longer imagine how we lived without it before. This will also happen with many services of insurers.
— Unfortunately, there are already facts that police officers are trying to fine drivers for not having a paper “motor insurance” policy, even if they have an electronic policy. How do you solve such problems?
— We need to ensure that the police more systematically inform their employees about changes in regulations and requirements, the emergence of new insurance mechanisms and their legality. The introduction of an electronic policy is a market development that can no longer be stopped. As for the cases that happened to our clients, we helped to fend off unfounded claims from the police. In addition, we issued a memo for clients on what to do if police officers have questions about the electronic policy of "auto-civil insurance".
Imagine that to travel to Lviv you need to buy a train ticket at the railway ticket office! It's difficult. But not so long ago, trains refused to accept tickets displayed on the screen of a phone or tablet. In two or three years, no one will have any questions on the "auto-civil insurance" market either.
— How many products will the insurance company be able to sell online?
— An electronic policy is convenient when the product is simple, standardized and has clear pricing. Usually these are mandatory types of insurance, and “auto insurance” is a typical example. These can be simple, understandable “boxed” products. It is unlikely that such a product will be auto CASCO or voluntary medical insurance contracts.
Source: Press center of the insurance company "VUSO"
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